Customer Support Call Center Specialist

Location:

Irving, TX
- Hybrid (Tue–Thu onsite, Mon/Fri remote)

The Quality Assurance Analyst monitors and evaluates customer interactions to ensure service quality, regulatory compliance, and adherence to company standards. This role uses call monitoring, AI conversation analytics, and QA scorecards to identify performance trends, provide actionable coaching feedback, and support operational excellence.

Audit recorded calls and customer interactions using QA methodologies and AI-powered conversation analytics tools.

Identify compliance risks, procedural gaps, and policy violations; escape critical findings promptly.

Provide clear, actionable feedback to supervisors and team leads to improve agent performance.

Maintain QA scorecards, audit forms, and performance documentation while tracking trends and metrics.

Navigate multiple systems (B360, ACSS, Verint, Live Person, EZ Tracker) to evaluate interactions and document findings.

Call Center QA Experience — 2+ years in quality assurance, compliance auditing, or customer support operations.

Compliance Auditing — Ability to identify policy violations, security risks, and procedural failures.

AI Conversation Analytics — Experience with speech/conversation analytics tools (e.g., Gong).

CRM & Customer Support Systems — Hands-on experience with CRM platforms and customer service technologies.

Analytical & Documentation Skills — Strong attention to detail, trend analysis, and accurate reporting.

Communication Skills — Ability to deliver objective, constructive feedback to leadership and operational teams.

Multitasking & System Navigation — Experience managing multiple systems simultaneously in a fast-paced environment.